Currently, 2,300 of the 2,456 services offered by the government can be accessed online. Of the total 2,456 services, 890 are covered under the Sakala scheme, which is backed by a legislation.
“We intend to bring the remaining 156 services online as well. Discussions will be held with the respective departments before they are brought online,” Harsh Gupta, Principal Secretary, Praja Seve Department, told presspersons here on Friday. The government is also working on providing a common citizen login ID for all services, he said, adding that each service currently has a separate login ID.
AI to sort applications
With applications for Praja Seve being received online, the government is deploying AI to sort and route them to the concerned departments. Citizens may choose the wrong category, confusion may arise over the category, or a computer operator may make a mistake, Mr. Gupta said. “To address such scenarios, AI will be deployed to help route applications to the correct departments.” The mobile app will also have a provision for citizens to understand the documents required to avail themselves of the service they need, he added.He said officials are mandated to provide a specific reason for rejecting an application within 21 days. “If an official is found repeatedly rejecting applications without assigning reasons, action will be taken against such officials. Though these provisions already exist under the Sakala scheme, awareness about them is poor.”
In a move that could reflect the quality of services provided to citizens, the government will introduce a citizen feedback and rating system. If citizens give a low rating to a service they have availed, it will have to be justified, following which the matter will be escalated to higher authorities.
52% grievances disposed of
Meanwhile, since the launch of Praja Seve Abhiyan on September 5, 13,872 (52.6%) of the 26,387 grievances received through the Integrated Public Grievance Redressal System have been disposed of, while 12,514 are under the redressal process.Grievances related to the Revenue Department were the highest at 9,260, accounting for 35.1% of the total, followed by the Urban Development Department with 4,284 (16.2%) and the Housing Department with 3,941 (14.9%). Applications pertaining to the Rural Development and Panchayat Raj Department stood at 3,853 (14.6%).
In terms of districts, the highest number of applications was received from Kolar (3,738), followed by Vijayanagar (2,986), Gadag (2,953), Bagalkote (1,787) and Tumakuru (1,688).
Among service categories, grievances related to the old-age pension scheme were the highest at 2,087, followed by the housing site scheme in CMC areas (2,071), RTC/Pahani (1,567), Housing (1,395), and the house-site scheme in TMC/TP areas (1,227).